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Southwest Airlines Community

My Conversation with Kevin Smith

LindaRutherford
Employee
Employee

I had the chance this afternoon to speak directly with director Kevin Smith. I let him know that in my 18 years here at Southwest, I have never dealt with a situation like what has been unfolding in the last 48 hours. I let Kevin know we have refunded his airfare. I told him we made a mistake in trying to board him as a standby passenger and then remove him. And I told him we were sorry.

 

 

Now, 48 hours later, after talking to many involved, we know there were several things going on that day and that our Employees were doing their best to get his flight out safely and on time, including finding seats for everyone and trying to accommodate standby passengers. The Captain did not single Kevin out to be removed, but he did ask that the boarding be completed quickly. At that time, our Employees made the decision to remove Kevin after a quick judgment call that he might have needed more than one seat for his comfort and those seated next to him. 

 

 

Although I’m not here to debate the decision our Employees made, I can tell you that I for one have learned a lot today. The communication among our Employees was not as sharp as it should have been and, it’s apparent that Southwest could have handled this situation differently. Thanks, Kevin, for your passion around this topic. You were a reasonable guy during our conversation.

 

 

Southwest, like most carriers, has a policy to assist passengers who need two seats onboard an aircraft. The policy is an important one for the comfort and safety of all passengers aboard a plane, and we stand by that 25-year-old policy. This has our attention, and we will be reviewing how and when this delicate policy is implemented.

1,803 Comments
Anonymous1019
Explorer C
Yeah for Southwest...anyone who has had to endure a flight next to a "spacially challenged" passenger oozing over and under the armrest into their seat should also cheer a policy that puts the comfort of the majority of the passengers over the excess needs of the fewer -I had one flight on a Delta flight where I could, literally, not drink my soda because I could not move my arms up because of the huge person next to me...I did request a move and fortunately another seat was available...not always the case so Cheers to Southwest!
Anonymous3989
Explorer C
BULL. You forgot to mention he was already seated. Go listen to his podcast... your "apology" doesn't address the fact that he was not too fat for the seat; that he could both lower the arm rests AND buckle the seat belt. If said regulations were not broken, why on Earth was the man thrown from the seat in which he was already seated? the MORONS in PR should probably learn to write a decent apology cause we're not buying this.
Anonymous3523
Explorer C
I am a California native. I occasionally fly Southwest. I just wanted to send you an email complimenting your actions in removing Kevin Smith from the single airline seat. I have flown on many flights where the person sitting next to me was overweight and I was extremely uncomfortable throughout my entire flight. Usually the over weight / obese person sitting next to me would be able to initially fit in their seat, put down their arm rest and buckle their seat belt. But they obviously would not be able to maintain the position for more than a few minutes. The end result is the other person's knees and legs going into my space, elbows and hands hanging over the arm rests and them leaning/angled over their seat. In the end I spend the entire flight leaning over one side of the seat, my arms tucked in and my legs over to one side of my seat. At the beginning of the flight if the person was traveling with other people and was about to be removed by a flight attendant and the person asked me if I "minded" having him sit there I would say "no" out of being polite and embarrassed of being put in that position. Obviously I do mind because of the reasons I listed above and would hope that the person had the common decency not to put the flight attendant and people around them in such an uncomfortable position. If a person takes up more than one seat they should know to only put themselves in a situation where two seats are available or fly an airline where first class is available where they could have more room. Kevin Smith commented that Southwest is a cheap airline and he could afford to buy two seats. That is not the case for most people. Flying is a privilege and luxury for most people or they have to travel for business. I would love to have the disposable income where I could fly to San Francisco and enjoy a nice weekend in a different city, but the cost factor keeps me from being able to do it. When I do spend the money for something like a flight for a vacation or trip, I would like to have the entire seat that I purchased available for just me so I am not cramped and miserable by the time I reach the destination. Thank you Southwest for enforcing your policy even though it must have been awkward and difficult for your staff. Being an airline employee must be a hard job (one that Kevin Smith doesn't recognize) and it is made all that much harder when customers try to get around policy and staff have to spend time trying to enforce it.
Rusty3
Explorer C
@whoever made the comment about me working at Southwest: I don't work at Southwest, but I fly about every week for business. I stand up for Southwest doing the right thing instead of the "politically correct" thing. I am not an employee, I am a consumer. A consumer who has rights just like you do. A consumer who pays for 18" (armrest to armrest) and when I don't get what I paid for because the person beside me is taking up MY space, that's just not right...regardless as to WHY you are as large as you are. I'm sorry, that's not MY fault. It may not even be YOUR "fault" either, but how can you expect ME to be uncomfortable because of your "condition"? That's just ridiculous
Jason
Explorer C
For the person that said it is a private company you should know airlines are all subsidized by the government. You can read about it here: http://www.hasbrouck.org/blog/archives/001001.html Secondly a private company should be more worried about offending people because then they refuse to buy from your company. As airlines continuously file for bankrupcy and are bailed out by the government time and time again it seems to indicate that these very policies and the customer service issues that they have contribute to their eventual downfall. If Kevin Smith, who flies SouthWestern frequently stops buying several seats at a time for the privacy stops flying SouthWestern because of this it is going to mean less seats sold on all his flights. He makes frequent trips. It would be a pretty substantial loss of revenue for them. Are their any overweight businessman who are now less likely to fly with them? How much would that cost them? What if next time they ban you from the flight because you are a moron? I guess we have your comment as proof of your disability. He fit in the seat with the armrests down which is what the policy calls for, not that they checked it. He walked under his own power to the plane. He didn't require assistance getting in the seat or on the plane. It wasn't a safety issue. There was someone else on the plane that was larger than him that was allowed to remain on the flight. This is what I am responding to: "I can't believe the audacity of some people that think that a private company (as in: not owned by the gov't) is in some way required to accommodate anyone. Southwest has the right to create policies as it sees fit. Without proof of some need for the company to accommodate a certain disability, they don't have to do anything." Further they do need to do things if they want to remain in business.
Wylie_H_
Explorer C
I still don't understand how Kevin Smith had been able to repeatedly reserve the adjacent seat for his own use prior to this episode. My understanding is that the only people allowed that privilege are "Customers of Size" (who only have to pay for the extra seat if the plane is completely sold out). My impression is that Mr. Smith was abusing this customer friendly policy by saying that he needed the extra seat due to his size (when he clearly now appears to have had a change of heart). When his deception became inconvenient (he wanted to make a last minute change to fly on a fully booked flight with only one seat available) he decided that he was no longer a "Customer of Size." If I were a Southwest employee trying to get a flight out on time, I would be understandably confused.
Anonymous600
Explorer C
I believe this will happen again because fat is the last acceptable prejudice. They only reason that you are giving him a refund is because your flight staff and captain didnt realize who they were dealing with if it was just a regular person. he would not even gotten a voucher. Now you are dancing as fast you can to cover up your mistakes. How about you fire the captain you at least a little training to deal with this matter. I hope Kevin Smith rides this longer and show you that your policies are wrong.
Anonymous2096
Explorer C
I wish you'd stop apologizing to this fat ass jerk! You should apologize to all those poor people who have to sit next to hogs like this!!
Mike_Jangle
Explorer C
As a very frequent flyer, I can tell you NOTHING make a flight more uncomfortable than having the person next to you "sharing" your seat! If you can't keep your body within the space of one seat, then you should pat for another one. Very simple! People who are not overweight are subsidizing those who are! The issue is even more a problem than just the comfort of those involved. The cost of flying anything (people, bags, boxes, etc) from point A to point B is entirely weight-based. The expense of a flight (fuel) varies with the weight of the airplane. When we go to the post office, we pay postage, in part, based on the weight of the parcel. Shipping something via freight is no different. The cost of moving anything is a function of weight and volume. If people are not careful, there will come a day when your ticket price (and number of seats you are entitled to) will be determined when you check-in at the airport by STEPPING ON THE SCALE! It IS the only "fair" way to handle the issue. It is, in part, already done with checked bags. But there will no longer be a question about cost/entitlement. This will no longer be distorted into an issue of dignity, or discomfort. No longer will the smaller travelers subsidize those who are large. The airlines are trying to do business in this day and age with razor-thin profit margins at best! This solution may not only reveal the true distribution of income vs cost... But also put an end to fat people using THEIR problem as a lever to smear airlines and their policies as they attempt to deal with this issue. BE CAREFUL WHAT YOU ASK FOR - YOU JUST MIGHT GET IT!
Melissa16
Explorer C
Kevin Smith didn't need two seats. He clearly stated that he could put the arm rests down and get the seat belt buckled just fine in the one. Kevin Smith is a larger guy, but if he could fit in the seat, then clearly he is not 400lbs as Letterer suggests. But then again, he doesn't look like he weighs anywhere near that weight (Letterer - you should do a google image search of people who *actually* weigh that much, they are much bigger than Kevin). This is about them saying he was kicked off because he was "fat" when reality, they needed to just kick off the last person on. He fit in the seat fine and he has even offered to sit in one of the seats on television to prove this. SouthWest should apologize for lying and the employee *should* have told Kevin the real reason why he couldn't fly that day!
Anonymous4297
Explorer C
First a fact: the majority of people who are obese are that way because they consume more calories than they burn and they have been exhibiting that behaviour for years. They do not care enough about themselves to change. I do not feel that anyone who has done this to themselves deserves ANY special treatement from any airline. I do agree that SWA should be taking care of this prior to sitting the passengers on the plane. There is no need for public embarrassment.
Anonymous156
Explorer C
Well this is is much nicer than the first blog. I still feel that Mr Smith was not treated well and it was because he was overweight and that is just plain wrong. It seems to me that Southwest gets caught in these types of customer service issues often. The other airlines clearly deal with these issues as well but we never hear about them. There is no defense of your actions, it was a disaster and you may feel it for a while. Remember the overweight folks are paying customers and should be treated with respect.
Karine
Explorer C
I understand airlines don't re-configure their planes b/c it's cost prohibitive - but did you ever think of just reconfiguring 1 row (or more)? I mean, this way you can reasonably accommodate those passengers requiring the extra room, and not have this cost a fortune (for the airline OR your passengers). Sure you'll lose a bit of revenue from the lost seating, but seems to me from the response out there that you've already lost and will continue to lose a lot of customers from your crappy 25-year-old policy and your crappy response and your crappy customer service and your crappy PR. INSTEAD OF FORCING CUSTOMERS TO ACCOMMODATE TO YOU, WHY NOT ACCOMMODATE TO YOUR CUSTOMERS? (wishful thinking, I know... but it had to be said).
Larry_P
Explorer C
I think the problem here is two fold. One, Mr Smith has admitted he purchased two seats for his original flight. He should have not taken one seat standby if he held two tickets. Even though he did fit into one seat, his decision to purchase an extra fare indicated he knew he might be subject to screening based on your policy Two. You can stand by a policy while making apoligies for its improper inforcement. A simple statement like "While we stand by our policy, in this instance we feel it was improperly executed and enforced. We have taken steps to correct this problem in the future and hope Mr. Smith accepts our sincerest apoligies." See, simple enough. Stand by the policy, give the proper respect to a passenger wronged. Make everyone see you care about EVERYONE'S COMFORT, not just the ones who support your policy. In the future, perhaps Southwest can have a seat set up at their check in gates and can perform these test discreetly there so as to not embarass their customers. After all, everyone has feelings, whether they fit in one seat or two. Finally. I have been a customer of size my entire flying life. I clearly do not fit into a "regular" sized airline seat. Yet my only experience in flying Southwest (Oct 2001), I was NEVER asked or informed about this policy, required to purchase another seat, or even spoken to about my size. I only learned about your policy by watching your TV show "AIRLINE." Once I knew this policy existed, I decided to remove Southwest as an option for my travel needs. I do when I fly, purchase an extra seat, or fly in Business or first class so I am not discomforting anyone else. Maybe Southwest could put in a row or two of these seats for people like us so everyone can be comfortable. This seems like an opportunity for this policy to be reviewed, and enforcement be made to be much more dignified and ultimately better for the company, fliers, and everyone. Larry
Anonymous3762
Explorer B
Except according to their own guidelines, he doesn't count as a customer REQUIRING two seats. He got two seats because he has the money to afford privacy. They then, aware of his size because they could see him, gave him a single seat for an earlier flight, for a seat he fit into according to their rules, and this still happened. Regardless of how you feel about the policy itself, they obviously can't implement it well. Their employees all have their own interpretation of SWA policies and enact these policies at their own discretion.
Thin_Man
Explorer C
As another person who can fit comfortably into a seat (even at 6'1 and 200 lbs!), it's good to know SWA is enforcing their policies on larger people. I've been on countless flights for business where people too large to fit into their seat have spilled into mine, even with the armrests down. That is unacceptable. Thank you again, SWA, and I will fly your airlines whenever I can from now on.
MR_T
Explorer C
Just for a second, imagine a Celebrity on this same plane is seated next to a overweight customer, The Celebrity gets upset and believes his seat (which he paid for) is being impeded upon. Southwest makes the decision to remove the celebrity. The celebrity goes on to post a profanity laced tyraid, I have a hunch that most of the previous anonymous complainers would still be here complaining. However they would now complain about Southwest allowing overweight passengers to take up more than one seat. They are the only Airline that doesn't nickel an dime you by charging for Bags, because they do put Value on their Customers. If you have a problem with Southwest fine but stand on your own don't be a sheep and jump on this bandwagon . Southwest is an Airline of humans no robots. And an Airline that many like myself LOVE !
Karine
Explorer C
PS: Do you really still serve peanuts onboard your flights? Does it come with a side of epipen?
Anonymous811
Explorer C
What about all the people who join the "Mile High Club"? That is gross. I do not want to use a bathroom that someone just screwd in. Who knows what I will put my hand in. Ewww! Instead of picking on fat people, put a stop to people getting it on in those tiny bathrooms.
mrmorality
Explorer C
Has SWA or any other airline thought that if they provided a couple of wider seats on their planes for larger people, that this would not only keep this sort of thing from happening again, but also be a way of attracting more customers to their airline? I see larger seats at doctor's offices, theaters and even airline terminals, so why not on planes as well? I understand that there's a cost involved with this, but any creative designed could work this in without losing a seat,and the PR value is worth considering.
Kathy4
Explorer C
I would bet that the majority of people who claim that they will never fly SW again are people who hardly (if ever) fly SW anyway. My husband who is 6'4" and has very long legs and I (who NOT happily weighs close to 250 lbs) have never had a problem fitting into the seats of a SW plane. I have had so many amazingly positive experiences flying with SW that our whole family has designated SW to be their preferred airlines. I didn't know about the Kevin Smith incident until today and so I clicked on the link above to find out more, only to immediately be offended by the foul language I read, so much so, that I did not have the desire to read or hear anything beyond the title. I cannot believe that this type of language is acceptable to good decent moral human beings. To me it shows a lack of proper training, manners and education and defines the type of person this Kevin Smith is in the first place. It would be my guess that there were probably a few other reasons that he was chosen to be booted from the flight. I find that it is unnecessary to know more about the incident than the title of his account. No further information about Kevin Smith can sully my high opinion of Southwest Airlines.
Anonymous4158
Explorer C
If Southwest airlines is too good to take Kevin Smith's money as a large man, then obviously you've decided you don't want the money of any large man. I'll take my business elsewhere from here out.
Vera
Explorer C
I think we can all agree that it's unpleasant to sit next to someone on a plane when they encroach on our space, whether it's a large person or an unruly child or a person with too much carry-on crap. However, the point here is that that's not what happened. Kevin Smith fit into one seat, with armrests down. "Looking big" is not a good enough reason to boot someone off a plane.
DL1
Explorer C
In the recent past Southwest has removed passengers for what they deemed inappropriate clothing and now because they were too fat (that being the reason the passenger was given) in a time when they should be serving anyone who can afford to fly. I will NEVER fly SWA again because it seems that they have a misguided notion that they have the right to make unfair judgments and continually handle things poorly. I've never personally had a poor experience on a SWA flight but after all of these things I have to believe that it's just a matter of time. So what if you don't charger for bags. You're treating the people who pay your salaries and keep you in business poorly and that just won't fly.
Anonymous2510
Explorer C
I am giving up Flying , it seems even southwest has turned in nothing special , they must be hiring people from America airlines. Can't these companies just tell the truth . Maybe someone should start a blog . To write down all the inappropriate conversation the flight attendeds have between each other . Hey here an idea but a seat at the gate if you fit you fly. instead of pulling people off places .
Anonymous655
Explorer C
I commend Southwest for handling this Twitter abuse with dignity and professionalism. I have (on another airline) been seated next to someone who really needed two seats. It was more than uncomfortable for the duration of the flight, but when we hit turbulence, I felt that my safety was compromised. Mr. Smith has clearly been aware of and complying with this policy for years, and it only became an issue to him once he had a fairly awful-looking movie to promote. His tirade was inappropriate and offensive, and he used Southwest as a target in what looks like an effort to promote himself and his new film. No doubt, this is a delicate issue, but Southwest's policy is more than fair.
Anonymous2510
Explorer C
I am giving up Flying , it seems even southwest has turned in nothing special , they must be hiring people from America airlines. Can't these companies just tell the truth . Maybe someone should start a blog . To write down all the inappropriate conversation the flight attendeds have between each other . Hey here an idea but a seat at the gate if you fit you fly. instead of pulling people off places .
kristen_m
Explorer C
You've lost my family and I as customers. Too bad.....Shame on you SWA!!!
mrmorality
Explorer C
Has SWA or any other airline thought that if they provided a couple of wider seats on their planes for larger people, that this would not only keep this sort of thing from happening again, but also be a way of attracting more customers to their airline? I see larger seats at doctor's offices, theaters and even airline terminals, so why not on planes as well? I understand that there's a cost involved with this, but any creative designed could work this in without losing a seat,and the PR value is worth considering.
Jay_Williams
Explorer C
At least they don't break guitars
Anonymous129
Explorer C
To the larger passangers, let me tell you. I wouldn't wanna be the employee that has to make the decision to tell a passanger that they have to pay for an extra seat. Do you know how hard that is? Think about it. Its not easy. Its not personal either. SWA wants comfort for all passangers and safety is the number 1 priority. The issue in this occasion is that there might have been some miscommunication or misunderstanding somewhere along the line and Mr. Smith was put in an uncomfortable situation. There is no way SWA meant to do that. This should be a great opportunity to inform people of the policy and for larger passangers to get informed so that when they arrive at the airport they know why they are asked to purchase two seats and not take it personal. Better yet come to the airport with two seats purchased and hope the flight is not full to get the refund on the second seat. I think its fare.
Josh9
Explorer C
I am a physically fit 28 year old who takes 20-30 flights a year for business. If you think this policy only impacts overweight people you are grossly mistaken. You just lost a customer for life. Shame on you.
Anonymous3762
Explorer B
I didn't even realize who Kevin Smith was until someone made a comment about Dogma. I got just as pissed off the last time I heard about this crappy "policy" of SWA. (And it's not even the policy that's the problem so much as the terrible training their employees receive and the questionable enforcement.) There's nothing wrong with someone who already has a soap box to stand on using that soap box to speak for those who usually can't be heard.
Anonymous4261
Explorer C
To the morons defending Southwest, Kevin Smith was seated in one seat, both armrests down, and had a seatbelt that worked just fine (without an extender). He's not one of those gigantic fat people who requires two seats. He bought two seats because he's famous, had the money, and didn't want to be bothered. With these two apologies Southwest has proven to me that they're incapable of telling the truth. Those of you defending them are a. idiots and b. corporate shills. I'd rather have more fatties in this country than you ignorant morons.
Anonymous2158
Explorer C
As someone of size who would fit in your policy, I NEVER fly southwest. I have flown American and US Air and asked specifically about the passenger of size policy and they said that Southwest is RIDICULOUS, that they had seat belt extenders for people who need them. I fit fine in an airplane seat and don't spill over onto my neighbors' seats but i am sure I would be kicked off your flight. THis is why southwest is a horrible airline, stupid pointless rules
iambigden
Explorer C
I agree with the other bloggers: Kevin Smith (I had no idea who he was till this story broke) is trying to take advantage of SWA and all it's passengers by his position (I guess) in the media. I thought it especially interesting that he called SWA the 'Food Stamp Airline' but it has been reported that he's bought 10 tickets in a week! I guess he likes to ride with the rest of us 'riff raff'! I'm wondering if he had those same things to say about SWA and all of us before all this attention on his lack of self control at the feeding trough.
john_Hendrickso
Explorer C
screw you south west, I and everyone in my family will never fly your airline again. i am a little bit smaller then smith but not thin enough to have to be pulled off your nazi airline. Hope your stocks hit rock bottom and you have to do pony shows to make ends meet. you are totally disingenuous and as a wise man once said "you are the ones who are the b*ll suckers" Sincerely, John Hendrickson AKA just another fatty
Anonymous3762
Explorer B
"First a fact: the majority of people who are obese are that way because they consume more calories than they burn and they have been exhibiting that behaviour for years. They do not care enough about themselves to change. I do not feel that anyone who has done this to themselves deserves ANY special treatement from any airline." That's not a fact, that's an outright lie. Heck, a basic microbiology class would give you enough information to disprove that.
Steve_W
Explorer C
This is so bogus. I don't even fly, so it doesn't bother me, but the whole airline industry has gotten completely sidetracked with this petty stuff. Charging for bags? Charging for 2 seats for fat people? Can a person even sit in 2 seats these days? They couldn't the last time I flew. How about charging extra for people with kids? Especially when the damn kid starts crying and screaming - nothing better than to be stuck on an airplane with a screaming kid! (and I have several kids). How about a body odor check? And a breath test? Ever been stuck next to somebody that stunk so bad you wanted to vomit?
Dr__J
Explorer C
I’m a surgeon, pilot, and health and fitness blogger. I think I can see this problem from several points of view. I wish all the seats in airlines were bigger, and the whole space was roomier as it once was, but those days are gone. I feel a useful solution would be to have some of the three abreast seats converted to two seats. The cost could be more than a smaller single seat, but less than two seats. This would accommodate folks who were larger, whether a 6′9 basketball player or whatever. I wouldn’t want this to acquire a nasty termed area of the plane, but I can’t control people’s cruelty, only suggest an idea to help the situation. In addition, I would think this would allow people who have avoided flying to fly more, thus making the idea more acceptable to the airlines.
Phil10
Explorer C
No way would I risk flying SW if they can just yank you off a flight despite you meeting the "arm rest down rule". If they did that to my brother or mother I think I would lose my mind right on the spot and we all know in this day that's not something that can be done given the sensitivity post 9/11. I'll just use the power of my dollars elsewhere and both SWA and I will be happier (as I'm sure their competitors will be).
ML
Explorer C
What I don't understand is why the "person of size" policy is even a factor here. Since Smith could demonstrably fit in his seat, put down both armrests, and buckle his seat belt as per Southwest's regulations, I'm baffled as to why SW continues to point to that policy as the reason Smith was booted from the flight. If the airline needed to enforce that policy because of Smith's size, I (begrudgingly) understand - it DOES exist as a policy, and they have the right to use it. But not only are they pointing at a policy that Smith doesn't fall under, they handled the situation badly by allowing him onto the plane and THEN kicking him off - I don't care who you are, nobody deserves to be publicly humiliated like that. It's horrible customer service, and there's still no real apology for it in this post.
ML
Explorer C
What I don't understand is why the "person of size" policy is even a factor here. Since Smith could demonstrably fit in his seat, put down both armrests, and buckle his seat belt as per Southwest's regulations, I'm baffled as to why SW continues to point to that policy as the reason Smith was booted from the flight. If the airline needed to enforce that policy because of Smith's size, I (begrudgingly) understand - it DOES exist as a policy, and they have the right to use it. But not only are they pointing at a policy that Smith doesn't fall under, they handled the situation badly by allowing him onto the plane and THEN kicking him off - I don't care who you are, nobody deserves to be publicly humiliated like that. It's horrible customer service, and there's still no real apology for it in this post.
Anonymous345
Explorer C
Ok, so I just took the time to listen to Kevin Smith's side and am discusted at his unnecessary use of fowl language and poor explanation. A person's level of class is not indicative of money or status. There could have been a much more dignified way to explain his side, which may have envoked more sympathy from me. "Like dude, take a like chill pill with the F bomb, like world record for inappropriate language in a podcast, like totally not cool dude like seriously get some class...dude...!!!"
Anonymous2729
Explorer C
Another half-hearted apology. Why can't Southwest just admit they handled this situation horribly and promise to review their policy and make changes? You booted Mr. Smith because the pilot wanted to end boarding and get the plane off the ground. The GA overreacted to accommodate the pilot's wishes and booted Mr Smith the last person on the plane - not the other COS whom had been creating the seat swap that had been taking so long and delaying everyone in their seats. I can't believe you keep pointing out with pride your 25 year old policy on COS. In 25 years you haven't been able to get this policy working properly? That is incredibly poor management. Please stop saying this has anything to do with safety or you should stop taking anyone with any physical ailment, doesn't speak English, babies, children flying alone - anyone that would be unable to follow the FAs instructions during an emergency.
Anonymous2729
Explorer C
Another half-hearted apology. Why can't Southwest just admit they handled this situation horribly and promise to review their policy and make changes? You booted Mr. Smith because the pilot wanted to end boarding and get the plane off the ground. The GA overreacted to accommodate the pilot's wishes and booted Mr Smith the last person on the plane - not the other COS whom had been creating the seat swap that had been taking so long and delaying everyone in their seats. I can't believe you keep pointing out with pride your 25 year old policy on COS. In 25 years you haven't been able to get this policy working properly? That is incredibly poor management. Please stop saying this has anything to do with safety or you should stop taking anyone with any physical ailment, doesn't speak English, babies, children flying alone - anyone that would be unable to follow the FAs instructions during an emergency.
tinyhands
Explorer C
As if my opinion really matters to SWA, I think it's great that you have policies in place and are prepared to defend them. Anti-abolitionist Southern slave owners, the South African National party of 1948, and the Nazis all had policies too. The important thing is that you have a policy.
Anonymous1579
Explorer C
"thaaank you SW! i've sat next to a fat person once and it was really uncomfortable!" -every moron lets exclude the following also from flying: -babies -people who haven't showered -people swimming in perfume -people who put their seat all the way back -coughers -leaners -talkers -people who snore -old people that might ask for help with getting their bags down from the overhead compartment. you idiots. he was already seated and met their stupid regulations. this instance was just plain rude. get educated on both sides before you come in here patting Southwest on the back. by the way, Southwest, your PR people are terrible! my little sister could write a better apology than this.
Anonymous3762
Explorer B
Yes, let's totally decide that discrimination is a-okay because of the language used. Using foul language is so much worse, and treating that as if it's a worse issue totally makes you an A+ person.
Anonymous2577
Explorer C
Hey, maybe Mr. Smith could lose weight, skip a meal or two....then donate that food to feed a hungry country!